Customers want an apology – and make it quick – when your company makes a mistake. But what else do they expect?
Say, “I’m sorry,” and you’ll put almost all upset customers at ease over an error. But more than half of customers expect something in return – beyond solving the issue – after a poor customer service experience, according to the American Express Global Customer Service Barometer survey.
The best ways to make customers happier again after an error on your end:
- Apologize with sincerity. “I’m sorry this has happened.”
- Make it right. Fix the issue. If necessary, briefly explain what’s being done to prevent it from happening again.
- Offer up. Give a discount, coupon, offer of personalized help – anything to encourage customers to come back again.
